Case Study: Addison Lee improves contact centre scheduling efficiency with KOVA Corporation's Verint Workforce Management

Addison Lee optimizes 20,000 daily jobs with KOVA Corporation

The customer, Addison Lee, a leading premium minicab firm in London, faced a significant challenge in optimizing its contact center operations. The company struggled with inefficient agent scheduling, which led to overlapping shifts, excess occupancy, and unplanned overtime. To address this, Addison Lee sought a best-practice workforce management solution and selected the Verint Media Recorder Workforce Management solution from KOVA Corporation.

KOVA Corporation's solution provided comprehensive forecasting and scheduling functionality, which streamlined the entire resource management process. The implementation resulted in more efficient planning, better agent occupancy, and a drastic reduction in the administrative time previously required for scheduling. This allowed Addison Lee to improve its operational effectiveness and reduce bottom-line costs associated with inefficient staffing.

Addison Lee